{"id":2188,"date":"2022-07-14T19:42:14","date_gmt":"2022-07-14T23:42:14","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/front-office-automation\/"},"modified":"2026-09-30T08:18:42","modified_gmt":"2026-09-30T12:18:42","slug":"front-office-automation","status":"publish","type":"post","link":"https:\/\/blog2workato.wpengine.com\/front-office-automation\/","title":{"rendered":"5 front office automations that can help you delight clients and close more business"},"content":{"rendered":"\n\n\n

Automation enables customer-facing employees to avoid error-prone, redundant tasks and focus on impactful, strategic work instead; it can help your organization deliver better experiences to clients and prospects; it can empower your reps to close more deals and your customer success managers to retain more clients\u2014and so on.<\/p>\n\n\n\n

Your organization\u2019s ability to realize these benefits, and the extent to which they\u2019re realized, largely depends on the front office automations<\/a> you build.<\/p>\n\n\n\n

Automating manual tasks with robotic process automation (RPA) software allows your front office teams to realize certain benefits, like time savings, but its impact only goes so far. What your front office\u2014and back office\u2014teams ultimately need are end-to-end automations that work across your front office\u2019s business processes.<\/p>\n\n\n\n

We\u2019ll share why this end-to-end approach is so critical by walking through several examples. But first, let\u2019s review what we mean by front office automation.<\/p>\n\n\n\r\n

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Build front office automations at scale with Workato<\/h4>\r\n

Learn how Workato, the leader in enterprise automation, can help your front office teams integrate their apps and automate their workflows without having to write a single line of code.<\/p>\r\n <\/div>\r\n\t\t\t\t Schedule a demo<\/a>\r\n\t\t\t\t <\/div>\r\n\t\t <\/div>\r\n\n\n\n

What is front office automation?<\/strong><\/h2>\n\n\n\n

It\u2019s the use of automation to transform a front office process. This requires a platform that can listen to your applications for business events; once an event occurs, the platform performs predefined actions across your applications, data, and teams.<\/p>\n\n\n\n

Related: What is back office automation?<\/a><\/em><\/p>\n\n\n\n

Front office automation examples<\/strong><\/h2>\n\n\n\n

Here are some use cases that work across sales, marketing, and support.<\/p>\n\n\n\n

Nurture prospects Intelligently<\/strong><\/h3>\n\n\n\n

There are a multitude of factors that can help determine how close a lead is to making a purchasing decision. Perhaps most telling is the prospects\u2019 intent data<\/a>, which shows their activities both on your site and on third-party sites.<\/p>\n\n\n\n

You can surface a lead\u2019s intent data to your reps and empower them to take the appropriate follow-up actions by using an automation that leverages a sales chatbot<\/a>.<\/p>\n\n\n\n

For example, say you\u2019ve built an automation that triggers once a lead performs certain activities on a 3rd-party site, like G2. This can trigger a sales chatbot (\u201cIntent Bot\u201d) to message the rep that\u2019s assigned to the lead\u2019s account, as shown in your CRM. <\/p>\n\n\n\n

The message includes everything the rep needs to know about the account, including the specific G2 page(s) that a lead at the account viewed, the link to the account\u2019s opportunity page in your CRM, the activities that contacts at the account have performed on your site, etc.<\/p>\n\n\n

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Based on the information displayed, the rep can take an informed action with a simple click of a button. For example, they can add the contacts to a specific nurture campaign in Outreach<\/a> or launch ads to them; whichever action gets chosen, the sales chatbot would go on to execute it independently and in real-time.<\/p>\n\n\n\n

Related: Examples of task automation<\/a><\/em><\/p>\n\n\n\n

Monitor and address churn risks in real-time<\/strong><\/h3>\n\n\n\n

Similar to sales reps managing leads, your customer support team relies on a variety of signals to determine the accounts they prioritize.<\/p>\n\n\n\n

One of the most powerful signals is an account\u2019s level of product usage. It can help your team better understand how comfortable a client is in using your product, the ways in which they\u2019re benefiting from it, and the value gaps that still exist.<\/p>\n\n\n\n

To help your reps leverage product usage data effectively, you can build a front office automation where once an account\u2019s level of product usage drops below a certain threshold (as measured by your data warehouse), it triggers the following automation:<\/p>\n\n\n

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A chatbot collects existing information on the account from various applications and then populates a templated account health report. The chatbot goes on to share this report with the assigned support agent or customer success manager via your business communications platform\u2014empowering that employee to act on the insight quickly.<\/p>\n\n\n\n

Escalate and resolve incidents with ease<\/strong><\/h3>\n\n\n\n

Your customer support reps will need a streamlined way to escalate issues to back office team(s) for a number of reasons. Regardless of the situation, automation can help. <\/p>\n\n\n\n

Here\u2019s how automating incident escalations<\/a> can work: <\/p>\n\n\n\n

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